You could just call them.
But in all seriousness, many services are making it difficult through to impossible to communicate outside of their web or app platforms. Call centres are expensive and messy, and it's now apparently acceptable as a society to treat customers/clients/whatever as adversaries so they can get away with making it hard to communicate with them.
Are you comfortable with anybody being able to ring up the hospital and say "yo, it's majorchord, how are my gonnorhea results?"
No, that's why we have safety protocols in place. When you call a doctor they ask you for your birthdate or sometimes also a PIN/password on your account to protect your data.
How would that still be considered a breach of privacy?
